Creating Frameworks of Trust in Life Insurance

Featured   2nd-June-2025

“It takes 20 years to build a reputation and five minutes to ruin it.
If you think about that, you'll do things differently.”

Since time immemorial, of the many primal instincts we have as humans, the instinct of protection has always existed in us. It could be through love, through care, through words of affirmation, being there for someone financially or sometimes just through physical presence. Imagine a parent’s hand instinctively reaching out when they see their child falling, always locking our doors the moment we reach home, sitting next to a hospital bed when someone is sick or starting to save for college the moment a baby is born!

Nobody asks us to do any of these things. Yet here we are, creating these visible (sometimes invisible) shields around those we love. We do this instinctively day in and day out. As a life insurance company, this is what we do as well. Behind all the numbers, policy documents, claims settlement, many products we have, if we were to break it all up into fine particles, you would realise that a life insurance company is merely providing a framework and feeding this basic instinct of ours.

That’s why we take this job seriously and think a long-term journey like this can only succeed if it’s built on the foundation of strong trust and transparency. Our Transparency Report is one such attempt to ensure that we always share with you what we are up to, how we are doing, what are the things that can be better, and what we are doing behind the curtains to make this framework stronger and better each day.

We began our journey nearly two years back and we have many things to share on how the year (FY 2024-25) went by. So, let’s jump right into it.

💸 TURNING PROMISES INTO PAYOUTS, SWIFTLY

When families face loss, our promise of providing financial security is put to the test. The framework we have built needs to work in a seamless manner to ensure the claim is processed and paid as quickly as possible.

Our philosophy is simple: just as we tend to trust those who are unfailingly there for us in our deepest need, we are committed to being that reliable pillar for every Digit Life policyholder.

CLAIMS WE PAID IN FY25 VS FY24

Note: Claims numbers include all variants filed under different product categories since inception.

Real Picture: The value of claims settled increased by 719% YoY with us settling claims worth ₹2.88 billion in FY 2024-25. We paid out the most claims (worth ₹1.97 billion) under Group Term Life Insurance category.

HOW EFFICIENTLY WE SETTLED CLAIMS

^{^} Claim Settlement Ratio= (Claims paid + Claims closed)/ (Claims Opening + Claims reported - Claims closing)

*The Average End-to-End TAT for death claims settlement is the average number of days it takes to process and approve a death claim, calculated from the initial registration date of the claim to the official decisioned date.

Closing Date: Closing Date is the date on which the insurance company makes the final decision regarding a claim, whether to approve or reject the same and update the decision in the system.

Within this overall timeframe, two key components are measured:
End-to-End TAT: This represents the total time elapsed from the moment a death claim is first registered by the claimant until it is officially closed, and a final settlement decision is reached.

End-to-End TAT = Closing Date - Registration Date

Last Document Received (LDR) TAT: This specific TAT measures the efficiency of the claims process after all necessary documentation has been provided by the claimant. ‘LDR Date’ signifies the point at which the insurer has received the complete set of required documents to finalize the claim decision. The LDR TAT, therefore, calculates the time taken from this point until the claim is officially closed and approved/rejected, highlighting the internal processing speed once all claimant responsibilities for document submission are fulfilled.

Last Document Received (LDR) TAT = Closing Date - LDR Date

Real Picture: In moments when you need us the most, it’s important that we settle claims as quickly as possible. Our Claims Settlement Ratio for FY 24-25 stood at 99.53%. Our average TAT of claims settlement (after receiving all documents) improved to 1.89 days during the year from 2 days in FY 23-24. Our overall average TAT for death settlement, too, improved from 19 days to 13 days.

WHY DOES IT TAKE 13 DAYS TO SETTLE A CLAIM?

When you file a claim, you may be required to submit some documents before your claim is settled. This may range from claims form, death certificate and medical reports, FIR (if applicable), nominee details and bank account details among others. Getting some of these documents from
nominees/partners may take some time as documents need to be arranged from different places. This is why we also show you separately how much time we took once all documents were received.

🧩 WHAT’S NEW IN OUR PRODUCTS WORLD?

In just 2 years, Digit Life has built a robust portfolio, having launched 7 products*

4 Individual Plans: Digit Glow Term Life Insurance, Digit Glow Lite Term Life Insurance, Digit Icon, Digit Glow Plus Term Life Insurance.

3 Group Plans: Digit Life Group Term Life Insurance, Digit Life Group Long Term Plan, Digit Life Group Micro Term Insurance.

Additionally, Digit Life Insurance and Digit General Insurance tied up to provide
3 comprehensive Health + Life Combi Products: Digit Life Healthy Glow Policy, Digit Life Healthy Group Policy, Digit Life Healthy Long Term Group Policy.

We're always working on new ideas and making sure we deliver what we promise, so our products and services keep up with what our customers need—and keep earning their trust along the way.

*Total products available as on 31st March 2025

Note: The mentioned product features are for reference purposes. For more details, please read the Sales Brochure.

THE INVISIBLE ENGINE: TECH POWERING TRUST 🤖

At Digit Life, we believe technology should do more than just innovate—it should simplify, secure, and humanize processes. That’s why our in-house tech team is constantly innovating to remove friction, eliminate doubt, and make every step feel effortless. Let’s tell you about some of our tech innovations:

Life User Declaration: Forget the old way of doing things. Through our Life User Declaration video, our smart systems automatically confirm your identity and check that your declaration matches your policy. This isn't just about speed, it's about fully automated and secure verification, effortlessly complying with all regulations.

Face Matching: Our advanced Face Matching technology verifies your identity with pinpoint accuracy. We use deep learning-based computer vision models to compare your KYC image against your profile photo, and both these against images from your live video interaction. This robust, automated process ensures it truly is you, every time!

Claim Document Classification: Our Claim Document Classification service uses intelligent process to quickly sort and understand the documents you send for your claim. Trained in multiple document types, this model instantly extracts key information, helping us speed up your claim approval process. It's all about getting your claim processed efficiently!

📈 CAPTURING OUR GROWTH NUMBERS (FY25 VS FY24)

*Customers/Lives covered under policies issued during the period. ^{^}Market share calculated based on Gross Written Premium.

The Real Picture: In FY 2024-25, our gross written direct premium increased to ₹1,069.4 crore YoY from ₹426.4 crore. The company’s total gross written premium (including reinsurance inward) grew 167% YoY to ₹1,315.9 crore from ₹492.5 crore in the year-ago period, serving 6.7 million customers. The Digit Life family is also growing bigger. We now have close to 1,000 Simplifiers (employees) and over 4,200 agents and intermediaries. Our Solvency Ratio has also improved from 2.07 to 3.85, showing our strong financial stability.

Before we wind up, let us give you some interesting anecdotes from the year that went by.

Copyright © Go Digit Life Insurance Limited, May 2025. Go Digit Life Insurance Limited | Registered Office Address: Ananta One, Pride Hotel Lane, Narveer Tanaji Wadi, City Survey No.1579, Shivaji Nagar, Pune-411005, Maharashtra | Corporate Office Address: Atlantis, 95, 4th B Cross Road, Koramangala Industrial Layout, 5th Block, Bengaluru-560095, Karnataka | CIN: U66000PN2021PLC206995, IRDAI Registration No. 165 | "Digit Life Insurance” trademark belongs to Go Digit Life Insurance Limited (“the Company”). “Digit” logo is registered trademark of Go Digit Infoworks Services Private Limited and is used by the Company under sub-license from Oben Ventures LLP. This document may contain Proprietary Information of Digit Life and/or Digit Group of Companies and provided solely for information purpose for our Customers, Employees and Partners. This document shall not be used for any duplication or for commercial use. This document does not intend to create any binding or legal obligation. For details on any Products, kindly refer to the Company website www.godigit.com/life.